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Amin, Warnner D. Msit1 Nov. 3, 2016

The document contains tables summarizing demographic information and satisfaction levels of client respondents. It finds that: 1) Respondents were nearly evenly split between male and female, with most being married but some unmarried. 2) Over half owned a salary account, nearly half owned savings, and some owned current accounts. 3) Most respondents had average incomes, with some high and some low incomes. 4) The vast majority reported being very satisfied with services, with some outstanding and a few fair or satisfied. 5) Ratings for quality of service dimensions like tangibles, reliability, and empathy were consistently high.

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53 views

Amin, Warnner D. Msit1 Nov. 3, 2016

The document contains tables summarizing demographic information and satisfaction levels of client respondents. It finds that: 1) Respondents were nearly evenly split between male and female, with most being married but some unmarried. 2) Over half owned a salary account, nearly half owned savings, and some owned current accounts. 3) Most respondents had average incomes, with some high and some low incomes. 4) The vast majority reported being very satisfied with services, with some outstanding and a few fair or satisfied. 5) Ratings for quality of service dimensions like tangibles, reliability, and empathy were consistently high.

Uploaded by

WarnnerDaminarAmin
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Amin, Warnner D. MSIT1 Nov.

3, 2016

Problem Set 1

Working Research: Correlates of the Clients’ Satisfaction Level

Question: What is the demographic profile of the client respondents in terms of?

Table 1.1 Sex

Frequency Percent
Male 63 48.5
Female 67 51.5

The number of Male and Female Respondents are nearly identical

Table 1.2 Marital Status

Frequency Percent
Married 77 59.2
Unmarried 53 40.8

Most of the respondents are married but also unmarried respondents still affect the
satisfaction level

Table 1.3 Type of Account

Frequency Percent
Current 22 16.9
Salary 62 47.7
Savings 46 35.4

More than half of the respondents own a salary type of account, almost half of the
respondents own a savings type of account and there are some respondents who own a
current type of account.
Amin, Warnner D. MSIT1 Nov. 3, 2016

Table 1.4 Monthly Incomes


Frequency Percent
low 38 29.2
average 47 36.2
High 45 34.6

More respondents belong to the average income earners, those who belong to the high
income bracket come in second place while a handful of respondents are categorized as low
income earners.

Question: What is the clients’ satisfaction level?

Table 1.5 Client Satisfactions


Frequency Percent
Outstanding 12 9.2
Very Satisfaction 109 83.2
Satisfaction 6 4.6
Fair 3 2.3

Most of the client satisfactions are very in outstanding level and for the outstanding only
mostly 10 percent are only outstanding

Question: What is the quality of service as rated by the client respondents in terms of?

Table 3 Quality of Service


Service Oriented Categories X Standard Qualitative
Deviation Description
TANGIBLES
Up to date equipment is provided for this service 4.0 .778 HIGH
Physical facilities associated with delivery of this service are 3.99 .742 HIGH
visually appealing
Employees responsible for delivery of this service are neat- 4.03 .816 HIGH
appearing
Materials associated with this service are visually appealing 4.09 .785 HIGH
RELIABILITY HIGH
This service is delivered in promised time 3.66 .868 HIGH
This service is performed right 3.85 .827 HIGH
This service is available in promised percentage of time 3.91 .821 HIGH
Equipment and software associated with this service possess 3.91 .811 HIGH
promised functionality
RESPONSIVENESS
Amin, Warnner D. MSIT1 Nov. 3, 2016

Changes at, and problems with this service are 3.55 1.155 HIGH
communicated proactively
If there are problems with this service, fast help is provided 3.77 .885 HIGH
Support for this service is reachable in promised time or gives 3.83 .837 HIGH
feedbacks in promised time respectively
If there are problems with this service, the solution status is 3.89 .780 HIGH
reported in promised time
ASSURANCE
Transactions belonging to this service are secure 3.83 .828 HIGH
Support staff for this service has knowledge to answer the 4.02 .659 HIGH
questions and to resolve the problems
If there is a disaster, this service is available after an 4.00 .715 HIGH
adequate amount of time
EMPATHY
This service is individually adjusted to specific customer 3.77 .885 HIGH
needs
Support staff for this service gives customers personal 3.88 .754 HIGH
attention
Support staff for this service has the customer’s best interests 3.96 .811 HIGH
at heart

Most of the respondents mean are nearly the same and all the qualitative description are
high

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